Modem suddenly showing 3.2 BILLION errors on 2 channels, packet loss, Cox "looks fine"

I've sent the email and an "escalation team" rep emailed me to say there are no error on my modem.  I have sent a response with this pic from 2 hours ago:

Those are corrected errors, which should have little effect on service. It's UNcorrectable errors that equal packet loss, which is more service affecting. While they can still be problematic for performance/speed, it isn't always a sign of a issue. See here for more info.

 What is the actual problem you are having? Do you have any Pingplottter/winMTR/Ping or tracert data showing the problem? Speedtests? It helps to see both Cox's speed test and a public one like speedtest.net or fast.com.

Also, do you have your own line from pole to your apartment or is it shared with others in your building/complex? If not, is everyone in your building having the same problem?

You're correct that the consensus is the corrected errors are okay, but the uncorrectable errors are a problem.  I'm seeing sporadic packet loss and ping spikes of 500-980ms+ throughout the day, which is signficantly impacting gaming and TV watching as it sometimes lasts long enough to outlast the app buffers.

Making some noise in about 3 places got enough attention that they let me pick up a Cox PW8 modem on promo and a second senior tech was dispatched. The Cox modem did not help.  The next day the tech arrived and he said there are several houses on my street showing uncorrectable errors.  It took him about 45 minutes but he caught some at my house and again at the distribution box. 

It was the morning before Thanksgiving and he has to escalate again, so it'll be at least a full week from when I reported it before any chance of it being resolved.  Very disappointed it basically took 5 days for someone to admit there are uncorrectables at multiple addresses and then do the more thorough work to validate what I'd basically established.  We'll see if I get to spend a full 4 day holiday weekend with this poor internet experience.

I know this is frustrating for you, but I'm glad this was escalated. If you want, send us an email with your full name and Cox PIN. We will ensure you're credited for the time. 

I do appreciate that Cox has, if a bit slowly, had multiple people contact me and now they seem quite interested in getting to the bottom of this issue.  I do also appreciate your offer, but I'm a Cox bulk internet customer through my HOA, so the costs are included in my dues and I don't think there's anything to credit. Cheers.

What model modem do you have? I don't recognize that last screen and I am somewhat familiar with Arris modems.

As for the logs, hard to read them all because of the pictures resolution, but I do see many T4 errors. That is caused by noise on the upstream. It's impossible for a customer to see the upstream SNR. Only Cox can see that. That is probably more a sign of your issue then the correctable errors. Just FYI so you don't go barking up the wrong tree.

I have an Arris S33v2.  The last screenshot is from the router plugged directly into the modem, reporting on the WAN interface.

Several people have mentioned the T4 errors indicating that noise on the upstream is likely the issue. This I can completely believe.  Here's the deal - I just got off the phone with someone from "Cox corporate", and she said everything looks perfect on their end.  Nothing whatsoever so it must be in my house.

I've been a network engineer in an earlier part of my life, and I told her all the tests I've run, and that I'm doing tests directly from the device plugged into the modem (router or laptop) and everything looks fine on my end, so where do we go from here?  They've been completely dismissive of the event log errors, which are now including " RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW" and " Dynamic Range Window violation" errors. 

Ohh, so it was a page on your router. I saw the Arris tag on top so thought it was your modem. I guess that was the bottom of the previous picture.

I used to work for Cox about 10+ years ago. Back then they had a program that would show you event errors like the logs do. They stopped using it and switched to a different program which I don't think gives the same detail. They are probably just looking at the signal levels and going "Yup, those are good". They have to dig deeper. 

Do you know anything how the coax gets to your modem from the street? You mentioned a HOA. Is that for a condo or apartment complex or a normal house? I just wonder if there is some kind of equipment like a line amp or distribution panel, maybe your own node, that is having a problem. Also, I wonder if there is finger pointing between Cox and the HOA on who should pay to fix the problem long term. As long as you have ruled out all your internal wiring, I say file another FCC complaint.

Yeah, there's a distribution box literally across the street in their front yard and these are all single family homes.  I'll be escalating with the HOA as well.  Cox has supposedly put in a work order for me to get a Panorama modem at no cost. I'd prefer my own equipment but may try theirs for a bit - at least to see if my Arris modem could be an issue.  That said I just rebooted it again and channel 160 isn't coming up - similar to the behavior last time I reported to Cox - and they fixed it on their end.  It may well take another FCC complaint to get a serious look.

Hi, there. I'm so sorry for the issues with our service. I want to help. Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post. We look forward to receiving your email so that we may assist you.